Customer service is the provision of service to customers before, during and after a purchase.
Addressing clients technical needs is important and will play a significant role if clients wish to continue using your service. As you will discover all clients will not have the same understand of the product and my need extra time to learn and get familiar with the services; download, installation, or even entering login credential. It is best to follow "The Golden Rule" to treat others as you wish to be treated and this will almost certain keep your business ahead of competitors.